We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-5907299
27 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5907299 The complaint Mr G complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being ... (4 pages)View decision -
Decision Reference DRN-5629122
27 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5629122 The complaint Mr M complains that Bank of Scotland plc trading as Halifax won’t refund him money he lost in an investment scam. Mr M is being represented by a professional representative but for ease of reading I’ve just referred to Mr M. What happened The circumstances surr... (4 pages)View decision -
Decision Reference DRN-5900833
27 Oct 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5900833 The complaint Mr C is complaining AA Underwriting Insurance Company Limited (AA) settled a third party's claim that was made on his car insurance policy. What happened In March 2024, AA contacted Mr C to say a third party was claiming his vehicle had been involved in a... (4 pages)View decision -
Decision Reference DRN-5876866
27 Oct 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5876866 The complaint Miss S complains that when she took out a hire purchase agreement with Secure Trust Bank PLC (STB), trading as Moneyway, the agreement included the part exchange of her old car with Moneyway settling the finance for that car. However it didn’t do this so as a ... (2 pages)View decision -
Decision Reference DRN-5902871
27 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5902871 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In March 2024, Mr J was supplied with a used car through a hire purchase agreement with MotoNovo. He paid a... (8 pages)View decision -
Decision Reference DRN-5689254
27 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5689254 The complaint Miss M and Miss M are unhappy Accelerant Insurance Europe SA/NV UK Branch (Accelerant) settled a claim without their agreement on their Equestrian combined liability insurance policy. Reference to Accelerant includes its agents. What happened Miss M and Miss M... (3 pages)View decision -
Decision Reference DRN-5721828
27 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721828 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded payments she was tricked into making as part of a scam. What happened Miss A was selling an item on a popular online marketplace. In June 2024, she was contacted by what she thought was the marketplace (... (4 pages)View decision -
Decision Reference DRN-5902914
27 Oct 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5902914 The complaint Mr R is unhappy with what happened when he wanted to withdraw from a conditional sale agreement with Hyundai Capital UK Limited trading as Kia Finance (‘Hyundai’). Mr R has been represented during the claim and complaint process by his son. For ease of refere... (5 pages)View decision -
Decision Reference DRN-5815204
27 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5815204 The complaint Miss H says Frasers Group Financial Services Limited, trading as Studio, irresponsibly provided her with credit, which resulted in the relationship between the parties being unfair. Miss H is supported in bringing this matter by a representative. But, for ease... (3 pages)View decision -
Decision Reference DRN-5903224
27 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5903224 Complaint Mrs S has complained that Shop Direct Finance Company Limited (trading as “Littlewoods”) irresponsibly provided her with a catalogue shopping account and credit limit increases. She’s said that this credit was unaffordable and resulted in ongoing difficulties. Bac... (8 pages)View decision